Manager, Personalized Support (SaaS)

TL;DR

Manager, Personalized Support (SaaS): Leading a team of global Technical Account Managers to ensure product performance and customer satisfaction with an accent on proactive guidance and complex technical problem resolution. Focus on coaching team members, advocating for customer needs to product and engineering teams, and driving high standards of support excellence.

Location: Remote, based in Colombia

Company

A global communications platform empowering businesses to craft personalized customer experiences.

What you will do

• Lead a team of Technical Account Managers (TAMs) acting as primary technical contacts for strategic customers.
• Coach and develop team members, focusing on their professional growth and overall well-being.
• Resolve complex technical problems and act as the internal champion for customers within the company.
• Collaborate with Engineering, Product, and Sales teams to resolve customer roadblocks.
• Advocate for product enhancements using data-driven insights to improve the customer experience.
• Train new employees and implement strategies to raise the standard of support excellence.

Requirements

• Must be based in Colombia.
• 6+ years of experience in support or operations within a software or SaaS company.
• 4+ years of experience leading a technical support team in a software or SaaS environment.
• Proven track record of coaching TAMs to provide proactive and reactive support.
• Exceptional emotional intelligence and professional writing skills.
• Ability to manage KPIs, performance frameworks, and operational requirements.

Nice to have

• Knowledge of networking protocols, standards, and cloud computing.
• Experience with P/L, expense, cost, and risk management in enterprise portfolios.
• Proficiency with Salesforce, JIRA, Confluence, Airtable, or Zendesk.

Culture & Benefits

• Remote-first work culture promoting global inclusion and connection.
• Competitive pay and generous time off.
• Comprehensive healthcare and retirement savings programs.
• Ample parental and wellness leave.
• Support for community volunteering and donation efforts.